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If a furniture retailer closes after you order, act quickly: save your order and payment records, contact your card provider, and ask about the protections available for your payment method. In the UK, a qualifying credit-card purchase may be covered by Section 75, and card-scheme chargeback may also be possible. If the retailer has entered insolvency proceedings, register as a creditor too. None of these routes guarantees a refund. The rules differ by country, so the US guidance below is separate.
What to do first if your furniture order is caught up in a closure
Do not assume that a shop closure means your order has been canceled or that your money will automatically be returned. Start by building a clear record of what you ordered, what you paid, and what the retailer said about delivery and its closure.
- Save your evidence. Keep the order confirmation or contract, invoice, item description and price, receipt, card or bank statement, promised delivery date, and messages with the retailer. Save any official notice naming an administrator or insolvency practitioner.
- Contact the retailer or insolvency contact if one is identified. Ask what will happen to outstanding orders and whether you need to submit a claim. Do this promptly, but do not wait for a reply before contacting your payment provider.
- Contact your card issuer or bank. Explain that you paid for furniture that was not delivered because the seller stopped trading. In the UK, ask specifically whether Section 75 or chargeback may apply. Give the provider the transaction details and evidence it requests; record the date and reference number of your call or submission.
- Register as a creditor if formal insolvency proceedings are underway. Follow the administrator’s or insolvency practitioner’s instructions. A creditor claim is separate from a card-provider claim, so you can pursue both where relevant.
- If the provider rejects your claim, ask for the reasons and complaint route. Depending on the issue, Citizens Advice or the Financial Ombudsman Service may be appropriate sources of further help. An appeal is not guaranteed to succeed.
Can you get a furniture deposit back if the UK retailer closes?
Possibly, but a deposit is not automatically refunded just because the retailer has closed. If the business is formally insolvent, customers who prepaid can be unsecured creditors. Insolvency distributions follow legal priorities, so a consumer may receive little or nothing; the House of Commons Library identifies furniture deposits as a particular example of this risk (House of Commons Library briefing on consumer prepayments).
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If an administrator or liquidator is handling the business, use the official process they specify to register what you paid and what remains undelivered. Citizens Advice also recommends registering as a creditor when a company stops trading (Citizens Advice guidance). Keep the claim confirmation and any correspondence. A creditor claim records what the business owes; it does not promise that funds will be available to repay you.
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UK card protections: Section 75 and chargeback
For UK purchases, the payment method can make a substantial difference. Section 75 and chargeback are distinct routes, and neither should be treated as an automatic refund.
Section 75 for a qualifying credit-card purchase
Under Section 75 of the Consumer Credit Act 1974, a credit-card provider can be jointly responsible with the supplier when the goods are not supplied and the statutory conditions are met. MoneyHelper describes the relevant purchase-price band as more than £100 and up to £30,000 (MoneyHelper’s guide to Section 75 and chargeback). A partial payment on the credit card may be enough: the government’s response on consumer prepayments notes that the card does not necessarily have to cover the full purchase price (government response on consumer prepayments and retailer insolvency).
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The transaction structure and price matter. Give the issuer the total cash price, how much was paid by card, who received the payment, and the order and delivery details. Ask the issuer to assess whether Section 75 applies to your particular purchase rather than assuming that a deposit or third-party arrangement qualifies.
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Chargeback is a separate card-scheme process that may be available for debit-card payments and some credit-card transactions. It is not the statutory Section 75 right. Scheme rules include time limits, but there is no single deadline established for every card scheme and situation in the cited guidance. Contact the card issuer as soon as you know the furniture is not arriving and ask whether it can raise a chargeback (Financial Conduct Authority guidance on card recovery routes).
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If you paid by bank transfer, cash, or through finance
Section 75 and card-scheme chargeback are specifically card-related routes, so do not assume they cover a bank transfer or cash payment. Tell your bank or finance provider how the transaction was arranged and ask what options apply. The available remedy can depend on whether you paid the retailer directly or used a third party, as well as the contract and payment arrangement. Citizens Advice’s guidance on a company stopping trading can help you identify relevant next steps (Citizens Advice).
What details change the answer?
When you contact the card issuer, bank, or insolvency contact, provide the facts that determine which route may apply:
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- Your country and where the purchase was made.
- Whether you paid by credit card, debit card, bank transfer, cash, or finance.
- The furniture’s total cash price and the amount charged to the card.
- Whether the payment went directly to the retailer or to a third party.
- The order date, promised delivery date, payment date, and—if relevant—date of the first statement showing a disputed charge.
- Whether the retailer has merely closed stores or is formally in administration or liquidation.
Give the provider the documents that establish these facts and ask it to explain any further information it needs.
If you ordered from a US retailer
US rules are different; Section 75 is a UK protection and should not be presented as a US remedy. For covered mail, internet, and telephone orders, the Federal Trade Commission says the seller must ship within the time it promised or, if no time was stated, within 30 days. If it cannot meet that deadline, it must give the buyer a choice between agreeing to a delay and canceling for a full refund (FTC guidance on items never received).
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The FTC also says a qualifying credit-card dispute for an undelivered order must be made in writing within 60 days after the first statement showing the error is sent. Contact the card issuer promptly and follow its written-dispute instructions. Debit-card protections differ, so ask your bank what applies. These federal rules cover specified orders and do not settle every state-law or transaction-specific issue.
Quick Recap
Product prices and availability are accurate as of the date/time indicated and are subject to change. Any price and availability information displayed on Amazon at the time of purchase will apply.
